Affective responses to service failure: anger, regret, and retaliatory versus conciliatory responses
Year of publication: |
2007
|
---|---|
Authors: | Bonifield, Carolyn ; Cole, Catherine A. |
Published in: |
Marketing letters : a journal of research in marketing. - Dordrecht [u.a.] : Springer, ISSN 0923-0645, ZDB-ID 1031012-5. - Vol. 18.2007, 1/2, p. 85-99
|
Subject: | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Verhalten | Behaviour |
-
Gohary, Ali, (2016)
-
Abend, Neele Inken, (2023)
-
Antezedenzien und Konsequenzen des Regret : Grundlagen - Messung - Implikationen
Seilheimer, Christian, (2001)
- More ...
-
Better him than me : social comparison theory and service recovery
Bonifield, Carolyn, (2008)
-
Product returns on the Internet : a case of mixed signals?
Bonifield, Carolyn, (2010)
-
Better him than me: social comparison theory and service recovery
Bonifield, Carolyn, (2008)
- More ...